Customer experience specialist | escrow voice supportFreelancer.com Philippines Inc.

Escrow.com is a FinTech company changing the face of marketplace payments where every employee directly influences, impacts and builds the business. If you are a high achiever with talent who is looking for something more than a boring job in corporate, wants to work with the best and brightest, doesn't need to be hand held and wants to be in at ground zero with a company that has a shot at being one of the biggest sites on the internet then this could be the place for you.
Escrow.com is the recommended transaction settlement service of many of the top names in eCommerce, including Shopify, GoDaddy and AutoTrader. It's also recommended by the US Commercial Service and has been involved in some of the Internet's largest transactions. Our offices are in the San Francisco, Vancouver, Buenos Aires, London and Sydney.
Voice Support agents are responsible for providing the highest level of service to customers at all times.
As a Voice Support Agent, you are the face and voice of the company, guiding our users through the experience, ensuring that it is simple, fast and successful.
Duties and Responsibilities
Provides exceptional customer service through various channels, mainly via phone calls.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Provide accurate information to customers' queries
Identify and flag potential fraud issues
Promotes features and benefits of using Escrow.com by doing soft upselling.
Incorporates changes in work practices in response to changes requested by management
Adheres to Escrow policies and procedures
Actively contribute to team meetings, calibrations, training sessions and other related activities
Recommends potential products or services improvement to Management by collecting customer information and analyzing customer needs.
Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting and post mortem analyses etc
Customer Success Representative - Escrow Voice Support Company Expectations
Manage the Escrow inbound call queue according to schedule and ensure that it is properly manned at all times.
Assist in ensuring that the CX Outreach escalation queue is cleared by the end of the shift
Handle the Voice Outreach Outbound call escalation queue and make sure this is cleared by the end of the shift
Deliver excellent customer experience by using a more hands on approach in assisting users and by upselling our available specialized services
Help improve Escrow online reputation by providing exceptional customer experience via chat and giving out SJ and TP links to happy customers.
Meets expectations on CX Metrics and KPIs
Have an awesome attitude (proactive, positive and agile)
Be open minded to the ideas that benefit the greater good.
Collaborate and actively participate in team activities and projects.
Take initiatives in solving problems and go beyond what is expected of us.
Minimum Qualifications
Exceptional English communication skills - written and verbal
Candidates must possess at least a High school diploma
At least 1 year(s) of working experience in the related field is required for this position
Ability to effectively articulate complex information to a variety of technical and non-technical users
Self-starter.
Detail oriented and process driven
Have strong analytical and problem solving skills
Has the ability to work in a fast paced dynamic environment
Possesses excellent personal and customer service abilities
Must be able to work flexible hours when required
We would love if you:
Have 1-4 yrs worth of work experience, specializing in Customer Service
Have sales experience via phone, email and/or chat
Have experience with web-based businesses
Life Insurance
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Entry Level / Junior, Apprentice Customer Service Computer Software / Engineering 5 openings Bachelor's degree graduate
Freelancer.com is the world's largest freelancing and crowdsourcing marketplace by number of users and projects. We connect over 28 million employers and freelancers globally from over 247 countries, regions and territories. Through our marketplace, employers can hire freelancers to do work in areas such as software development, writing, data entry and design right through to engineering, the sciences, sales and marketing, accounting and legal services.Freelancer Limited is trading on the Australian Securities Exchange under the ticket ASX:FLN
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time